Welcome to the community.
Most members do not have a problem, I had a small glitch but that was down to my previous supplier.
So have you downloaded the APP?
Have updated the APP?
Have you logged into the APP?
Have you actually joined.
Followed the APP countdown as takes only 17 days to switch as per this link from the FAQ's
So the APP counts down and sends emails re welcome pack with payments schedule.
With a few days to go you get a prompt for your first meter read.
Your joining day the first payment is taken from your account.
Next month on your joining anniversary is your first dated statement that's emailed the next day.
Then within the APP your usage etc is updated.
PP Direct Contact:
Within the APP, contact details for a PP team member.
Open Help - Open Ask wattBot - First type:... "Message the Team" and post your concerns if you have joined...
Response within 2 days back within the APP.
Look out for more feedback and revert back for more assistance